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Shipments containing goods must be accompanied by a CN 22 form (compiled via the appropriate [ONLINE FORM]) and must be labeled “petit paquet”.

- Items or documents weighing more than 2000 grams
- Obscene or immoral items
- Items whose importation or circulation is prohibited in the destination country
- Narcotic and psychotropic substances
- Any other items prohibited by Vatican or international regulations

Who can file a complaint?

The sender, the recipient, or a person authorized by either party may file a complaint.

Complaints regarding shipments from abroad require data from the originating postal operator. Therefore, to expedite processing, it is recommended that the sender contact the postal operator in the country where the shipment was posted.

How to file a complaint (choose one of the following methods):

Go in person to the Central Office of the Postal and Philatelic Service (Palazzo delle Poste);
Send an email to: poste.vaticane@scv.va, providing all details of the shipment (sender, recipient, shipment number, content);
Send a fax to (+39) 06.698.85378, providing all details of the shipment (sender, recipient, shipment number, content) and a phone number or email address for follow-up;
Send a letter to:
Servizio Poste e Filatelia
Via della Posta – 00120 Vatican City (VATICAN)
Include all shipment details (sender, recipient, shipment number, content).
Please also bring or  attach a copy of the shipping receipt or acceptance slip (if available, in electronic format).

Valid Complaint Cases

- Delivery delay
- Non-delivery
- Damage/tampering (partial or total), specifically contested at the time of delivery
- Failed or incorrect cash-on-delivery reimbursement
- Service not rendered
- Missing/incorrect return receipt
- Other

Response Times and Methods

For domestic services, the Postal and Philatelic Service will notify the customer of the outcome within 2 working days from the receipt of the complaint.

For international services, response times may vary by country and existing agreements. The Postal and Philatelic Service commits to notifying the customer within 60 working days of the final outcome if a response is received from the foreign postal operator or based on its own investigation. The foreign operator’s response is binding for the resolution of the complaint.

Shipments containing goods are subject to inspection. For customs clearance, the recipient may be asked to provide additional documentation. Customs clearance fees for international shipments depend solely on the country of destination.

Following the user’s complaint and the subsequent verification by the Postal and Philatelic Service, the due amount is paid to the sender in the manner and within the timeframe indicated below, regardless of whether the user specifically requested a refund or compensation.

To compensate the recipient, a formal waiver from the sender in favor of the recipient is required, including a photocopy of the sender's identity document.

Insured Mail within the Vatican

• Delivery delay beyond the 10th working day after the shipping date:
  Refund equal to the cost of shipping excluding additional services.
• Non-delivery, tampering, or total damage contested at the time of delivery:
  Compensation equal to the declared value plus the shipping cost excluding additional services.
• Partial damage:
  Compensation equal to the declared value minus the value of undamaged items, plus the shipping cost excluding additional services.
  If the damage renders the entire contents unusable, it is considered total damage.

Assured Mail for International Shipments

• Non-delivery, tampering, or total damage contested at delivery:
  Compensation equal to the declared value plus the shipping cost excluding additional services.
• Tampering or partial damage contested at delivery:
  Compensation equal to the actual partial damage (within the limits of the declared value), minus the value of undamaged items.
• Return of insured mail to the sender without a valid explanation from the foreign postal operator (after specific request): Refund equal to the cost of shipping excluding additional services.
  Liability Waiver

The Postal and Philatelic Service is not liable for delays, non-delivery, service failure, loss, total or partial damage/tampering in cases involving:

Prohibited contents
Any factor due to customer or recipient for non compliance (including the nature or flaws of the shipment and/or packaging, and non-compliance with service specifications) 
Force majeure or other causes beyond its direct control (e.g., recipient changing address).
Methods and Timing of Reimbursement

The customer may collect the refund/compensation in cash at the Central Office of the Postal and Philatelic Service (Palazzo delle Poste) within 12 months from the date of communication.